Information, Registration and Member Service

**About us**:
Hart House is a centre for experiential education outside the classroom at the University of Toronto. Since it opened in 1919, Hart House functions as a place where students, faculty, staff, alumni and members of the broader community connect with each other and the world. Through an array of co-curricular programming in the arts, dialogue and wellness, Hart House works with local and international partners to foster community and to create innovative learning opportunities for students. Hart House operates from a historic facility on the St. George campus, as well as a 150-acre farm in Caledon, Ontario, offering a wide range of services through a social enterprise model that generates revenue to support its student-focused programming on all three University of Toronto campuses.

The Hart House Fitness Centre is a community-centered boutique fitness space that brings together U of T students, staff, faculty, and the greater community. The Fitness Centre is uniquely part of the larger cultural, learning and wellness centre that is Hart House. This department works closely and in collaboration with other Hart House program departments with respect to arts, dialogue and community access engagement initiatives, and provides integrated and seamless client service with the Hart House Information Services HUB. The HUB is a dynamic focal point within Hart House where administrative functions related to a wide range of services and sales functions and general information are provided. The HUB works closely with the Fitness Information Desk to welcome our diverse communities to enjoy a multitude of programs and activities.

**Your opportunity**:
Under the direction of the Director, Fitness, Wellness and Recreation, this frontline position provides various administrative and information services duties in support of excellent customer service. This position is primarily situated at the Hart House Fitness Information Desk, but works closely with, and will also have shifts of work from, the Information Services HUB desk. The operation of a fully networked membership management information system (Fusion) is at the core of all service.

The role provides on-site support supervision to non-appointed staff team members, and provides customer service in relation to a wide range of sales, services and other issues. It provides clients with information about Hart House and facilitates registration for memberships, programs and classes.

Focused knowledge of fitness, wellness and recreation programs, including sale of those programs, will be a core responsibility. In addition, the role will include support to many other Hart House services including event ticketing sales, Hart House Clubs and Committees and Hart House Creative Life School programs.

The Fitness Information Desk is a busy epicentre of fitness, wellness and recreation activities. All of our diverse communities must be professionally and warmly welcomed and served. The primary objective of the associate position is to accurately convey information, sell memberships and services, and to be a visible presence supporting clients and staff at the desk as a core member of both the Fitness, Wellness and Recreation team, and the overall Information Services HUB team.

As a secondary objective, the associate should be able to respond or redirect inquiries on communications, hospitality services, facilities, and programming.

The Information, Registration and Member Service Associate at the Fitness Information Desk will be able to convey information about fitness schedules, facility spaces, personal fitness services and membership, as well as provide an understanding of broader Hart House activities, policies, procedures, and pricing.

The job further requires independent action and decision-making in a busy environment, including facilitation of conflict resolution and issues management procedures when needed.

**Your responsibilities will include**:

- Acting as the first point of contact for general enquiries
- Responding to enquiries within the defined scope of the role and redirecting as appropriate
- Processing registrations
- Troubleshooting and resolving routine issues
- Booking rooms and arranging appropriate accommodations
- Informing contacts of any changes or cancellations to programs and/or events
- Disseminating information
- Processing cash, debit and/or credit card transactions
- Reporting on sales, program participation and facility use
- Tracking inquiries and guest information
- Follow up on sales leads, guest inquiries and campaigns
- Gathering customer feedback
- Supporting customer outreach and communication

**Essential Qualifications**:

- Advanced College Diploma (3 years) or an acceptable equivalent combination of education and experience.
- Minimum three years related front desk hospitality experience with an emphasis on customer contacts.
- Excellent personal and human relation skills.
- Computer skills required: Microsoft Word a